I don't doubt that it is unofficial. But I have received poorly written customer service emails similar to this.
Never with such a run-on sentence though!
"We can safely say if you are having problems with your game and claim your account has all genuine purchases from the store then you account will not be locked and the result in your game having errors will be down to not being able to connect to the server or bugs that are needing to be fixed when reported to us and will be pending to be fixed as soon as possible. "